Pre-Call Recording

ABSTRACT

A recording of a subject is covertly generated prior to, and subsequent to an operator answering the call. The recording of the subject prior to the operator answering the call involves recording the subject and/or enabling the operator to listen in on the subject prior to indicating to the subject that the operator is communicating on the line. The subject is connected and a ring tone is generated and played back to the subject while audio received from the subject on the connection is recorded or otherwise monitored. Playback of the ringtone leads the subject to believe a connection has not yet been established. The operator may listen to the audio transmitted by the subject without the subject knowing the operator is covertly ascertaining situational information. The operator may provide a selection or answer the call to begin bi-direction communication with the subject which causes the ring tone to cease playing and lead the subject to believe the connection has just been established.

CROSS REFERENCE TO RELATED APPLICATIONS

This application claims the benefit of U.S. Provisional Application No.61/845,371, filed Jul. 12, 2013, which is incorporated by reference inits entirety.

BACKGROUND

1. Field of Art

The present disclosure generally relates to the field of undercoveroperations and more specifically to covertly gathering situationalinformation from a subject.

2. Background of the Invention

Police officers, informants and other agents “operators” oftentimes dealwith nefarious subjects during the course of their duties. In manycases, the subjects are encountered during the course of undercoverinvestigations that require the operator to use phones to call orotherwise communicate with the various subjects. Oftentimes, thesubjects may ascertain information about the operator or a plan that mayendanger the operator. For example, the subjects may discover that aninformant is working with the police or discover the identity of anundercover officer. In such cases, the subjects attempt to hide thatknowledge from the operator. Accordingly, an operator may subsequentlyencounter a subject unbeknownst that an assumed identity or plan iscompromised.

In other situations, an operator such as a police negotiator mayinteract with subjects during a hostage crisis or standoff. Oftentimes,important information the operator requires to make decisions in thefield relative to the situation can only be provided by the subject. Inmany cases, subjects are less than truthful and provide the operatorwith false or misleading information. Decisions based on the misleadinginformation may diminish the safety of an entry team, hostages, and thesubject himself.

While these difficulties are discussed with respect to an operator,private individuals (e.g., a business owner) and other entities may facesimilar difficulties.

BRIEF DESCRIPTION OF THE DRAWINGS

The teachings of the embodiments can be readily understood byconsidering the following detailed description in conjunction with theaccompanying drawings.

FIG. 1A is a block diagram illustrating an environment for implementinga pre-call recording system according to one example embodiment.

FIG. 1B is a block diagram illustrating an operating environment of anagency service providing pre-call recording services according to oneexample embodiment.

FIG. 2 is a block diagram illustrating a pre-call recording moduleaccording to one example embodiment.

FIG. 3A is an interaction diagram illustrating a method for provisioningand mapping virtual numbers for operating an operator device andpre-call recording with virtual numbers according to one exampleembodiment.

FIGS. 3B and 3C are tables illustrating example embodiments of virtualnumber mapping for pre-call recording according to one exampleembodiment.

FIG. 4A is an interaction diagram illustrating a method for pre-callrecording a subject device according to one example embodiment.

FIG. 4B is an interaction diagram illustrating a method for connecting asubject device to a virtual number for generating a pre-call recordingaccording to one example embodiment.

FIG. 5 is an interaction diagram illustrating a method for dialing outto an operator device to monitor a pre-call recording and communicatewith the subject device according to one example embodiment.

FIG. 6 is an interaction diagram illustrating a method for dialing in amonitoring device to monitor a pre-call recording according to oneexample embodiment.

FIG. 7 is a diagram illustrating a method for performing a pre-callrecording at an agency service according to one example embodiment.

DETAILED DESCRIPTION

The Figures (FIG.) and the following description relate to preferredembodiments by way of illustration only. It should be noted that fromthe following discussion, alternative embodiments of the structures andmethods disclosed herein will be readily recognized as viablealternatives that may be employed without departing from the principlesof the embodiments.

Reference will now be made in detail to several embodiments, examples ofwhich are illustrated in the accompanying figures. It is noted thatwherever practicable, similar or like reference numbers may be used inthe figures and may indicate similar or like functionality. The figuresdepict embodiments for purposes of illustration only.

Overview

Traditionally, a standard phone call is conducted by the subjectentering the phone number of the operator or selecting an address bookentry, then pressing a physical or on-screen button to initiate theconnection. Audio recordings may be collected if and only the operatoranswers the call to establish the connection.

Embodiments of systems and methods described herein relate to covertlygenerating an audio recording of a subject prior to, and subsequent toan operator answering the call. The recording, referred to herein as a“pre-call recording,” involves recording the subject and/or enabling theoperator to listen in on the subject prior to indicating to the subjectthat the operator is communicating on the line. For example, a ring tonemay continue to play for the subject even after the operator hasanswered the call. The operator may then listen to the subject withoutthe subject knowing the operator is covertly ascertaining situationalinformation.

Additionally, a virtual number may be used to automatically establish aconnection with the subject and begin a recording prior to enabling theoperator to establish the connection with the subject. Thus, forexample, a pre-call recording may begin as soon as possible without theoperator involvement. A ring tone may be played on the virtual numberfor the subject while the pre-call recording is generated. The operatorreceives a connection request from the virtual number (which may bespoofed with subject device information) and may answer the call toestablish a connection by way of the virtual number. Even after theoperator answers the call, the ring tone may continue to play for thesubject while the operator listens to audio from the subject's phone onthe virtual number. The operator may be muted throughout the process toprevent the subject from becoming aware that the operator is listeningto the call and/or the call is being recorded.

The operator may subsequently indicate when he wishes to communicatewith the subject (e.g., through a key-in on the operator device). Inturn, the ring tone played for the subject device e is stopped and theoperator device is unmuted, thus leading the subject to believe that theoperator has just established the connection by answering the call.However, the subject has unknowingly been providing the operator oragency with pre-call audio since the call was initiated.

In some embodiments, the operator may choose from additional options tocovertly generate an audio recording or listen in on the subject. Forexample, the operator may choose to play a “busy” tone for the subjectrather than establish the call. In another example, the operator maychoose to play a “disconnect” tone for the subject rather than close theconnection through ending the call. Thus, for example, the operator maycovertly listen and/or record audio from the subject until the subjectends the call. In another example, the operator may choose to let thecall go to voicemail and covertly listen to the subject prior to avoicemail recording.

In some embodiments, an agency may desire to monitor audio on theoperator's line that is placing the call through the virtual number. Asthe operator connects to the virtual to place a call to the subject,audio may be recorded on the virtual number from the operator. Thus, forexample, an informant may be covertly recorded when placing calls to thesubject and the subject covertly recorded when placing calls to theinformant. In such cases, the informant may unaware that subjectscontacting the informant through the virtual number are being recordedwhile the informant's device is ringing. Accordingly, bi-directionalcommunication between the informant and the subject may be established(and the ringing on the line stopped) when the informant answers theconnection request. In such cases, the pre-call recording during theringing may be ended without explicit input from the informant.

Depending on the embodiment, one or more monitoring devices are furtherconfigured to access and listen in on a pre-call recording and anysubsequent conversation or covert audio gathering activity. For example,the monitoring devices may access a web interface, API or execute astandalone application for viewing operator device and virtual numberdetails and collected information. In some embodiments, the monitoringdevices may connect to the virtual number in a similar fashion as theoperator device; however, audio from the monitoring device is muted toprevent the subject and operator from realizing the call is beingmonitored. Thus, the monitor may be provided with call audio while theoperator's cover is maintained or without alerting an informant.

Environment and Implementation of the Pre-Call Recording System

FIG. 1A is a block diagram illustrating an environment 100 forimplementing a pre-call recording system according to one exampleembodiment. As shown the environment 100 includes a network 120connecting an agency support service provider “agency service” 115, anoperator device 101 and subject device 105. While only one agencyservice 115, one subject device 105, and one operator device 101 areshown in FIG. 1A for clarity, embodiments can support many operatordevices 101 and have multiple agency service providers 115 for managingpre-call recordings of multiple subject devices 105.

Agency service 115 represents a collection of compute devices (e.g.,servers) and related storage mediums that are configured for performingvarious activities such as providing pre-call recording services,exchanging data over the network 120 and storing data in support of oneor more agencies (not shown) and operated operator devices 101. Forexample, the agency service 115 may include one or more modulesproviding ascribed functionality to an agency via an applicationprogramming interface (“API”) or web interface, collectively “theinterface”, as described in more detail with reference to FIG. 1B. Theagency service 115 may also include infrastructure for providing audiocommunicability (e.g., internally and/or over the network 120) withinthe monitoring interface using the public switched telephone network(“PSTN”) and voice over internet protocol (“VoIP”).

The operator device 101 is oftentimes a mobile telephonic device capableof collecting data and transmitting data (e.g., wirelessly) over thenetwork 120. Some examples of an operator device 101 include a mobilephone, tablet or notebook computer. Example embodiments of the operatordevice 101 as a mobile phone include feature phones, smart phones orstandard mobile phones. Accordingly, a given mobile phone or otherdevice operated as an operator device 101 may not necessarily include orsupport all of the functionality ascribed herein to the operator deviceor pre-call recording system due to inherent differences in devicecapabilities. In some embodiments, other telephonic devices such asland-line phones are used with the pre-call recording system.

In one embodiment, the operator device 101 executes a pre-call recordingmodule for automating a pre-call recording without utilizing the agencyservice 115. In turn, the operator device 101 may collect and transmitpre-call recording data to entities on the network 120. An exampleembodiment of a pre-call recording module is described in more detailwith reference to FIG. 2.

In addition to the operator devices 101, a number of monitoring devices(not shown) may connect to entities on the network 120 to obtain orpresent data associated with one or more of the operator devices 101 andpre-call recordings. Depending on the embodiment, a monitoring device isa network 120 capable device that can be operated within an agency orexternally in the field. As referred to herein, a monitoring device is amobile or stationary device capable of connectivity (e.g., wireless orwired) to a network 120 such as an agency network, the internet, PSTNand/or cellular network. Some examples of a monitoring device include amobile phone, land-line phone, tablet and notebook or desktop computer.

Example embodiments of the monitoring device as a mobile phone caninclude feature phones, smart phones or standard mobile phones. In oneexample embodiment, the monitoring device executes a monitoring modulefor interfacing with entities on the network 120 to manage operatordevices 101, pre-call recordings and view collected data.

Also shown is a subject devices 105 associated with a subject theoperator desires to communicate with using a desired identity.Embodiments of the various subject devices 105 include any network 120capable device that may send or receive information associated with atransmitting number on the network 120 (however, in some instances, thesubject device 105 may use a virtual number itself, or other means, todo so). Accordingly, as referred to herein, a subject device 105 is amobile or stationary device capable of connectivity (e.g., wireless orwired) to the network 120 for sending or receiving information over theinternet, PSTN and/or cellular network. Some examples of a subjectdevice 105 include a mobile phone, land-line phone, tablet and notebookor desktop computer.

FIG. 1A also illustrates a virtual number 135 configured for use on thenetwork 120. In one embodiment, the agency service 115 provisions andconfigures the virtual number 135 and handles number information toestablish an identity for the virtual number on the network 120.Additionally, the agency service 115 receives connection information 137describing operator devices 101 and subject devices 105 requesting tocommunicate with handled virtual numbers 135. For example, a subjectdevice 105 may request (and attempt) to communicate with a virtualnumber (e.g., 135) by way of a connection request or otherwisetransmitting data to the virtual number. For pre-call recording using avirtual number 135, a connection request involves the subject device 105placing a call to the virtual number and the agency service 115 managingthe connections through the virtual number 135.

Alternatively, the subject device 105 may dial a transmitting number ofthe operator device 101 directly, in which case the pre-call recordingmodule on the operator device 101 handles the connection to the subjectdevice 105 and recording of the subject.

Based on the device information and configuration of the virtual number,the agency service 115 identifies devices requesting to communicate witha virtual number as either the operator device 101 associated with thevirtual number or a subject device 105 (and, in some cases, a monitoringdevice). For example, the agency service 115 may maintain a mappingtable storing transmitting numbers and authentication information for agiven operator device 101 and attached virtual numbers 135 foridentifying the operator device based on the connection information 137.Additionally, the agency service 115 may maintain a mapping tableidentifying whether a pre-call recording should be created for subjectdevices 105 attempting to connect to the operator device 101.

When the operator device 101 requests to communicate with the virtualnumber 135, the agency service 115 identifies the transmitting number ofthe device as that of the operator device 101 using the mapping table.After identifying the operator device 101, the agency service 115enables the operator device 101 to specify a given subject 105 theoperator would like to communicate with and, in turn, enables theoperator device 101 to communicate with the subject device 105 through(e.g., establishing a connection with or transmitting data from) thevirtual number. For example, the operator device 101 specifies deviceinformation, such as a transmitting number, for the subject device 105.The agency service 115 receives the device information for the subjectdevice 105 and transmits instructions that cause the subject device toreceive a call from virtual number 135. If the subject device 105answers, the parties are connected.

In turn, for pre-call recording, when the subject device 105 requests tocommunicate with the virtual number 135, the agency service 115determines that the transmitting number of the device is not that of theoperator device 101 using the mapping table. Thus, the agency service115 may identify the device as either a monitoring device (e.g., due toa transmitting number of the monitoring device being stored in a mappingtable) or subject device 105 (e.g., due to a transmitting number of thesubject device not being stored in a mapping table). If the agencyservice 115 identifies the subject device 105 as attempting tocommunicate with the operator device 101 through the virtual number, theagency service 115 establishes the connection with the subject device105 on the virtual number and audio transmitted from the subject device105 begins being recorded. As the same time, the agency service 115causes playback of a ring tone on the virtual number 135 to the subjectdevice 105 such that the subject believes a connection has not yet beenestablished (i.e., the subject is still waiting for the operator toanswer the call). The operator device 101 may then be dialed from thevirtual number 135 and accept the connection request from the virtualnumber 135 to listen to the subject as the recording is being made, andthe ring tone is still being played for the subject. In such cases, theoperator device 101 may be muted to prevent the subject from recognizingthat a connection has already been established and the subject is beingrecorded and/or monitored. If the operator desires to communicate withthe subject, the operator makes a selection on the operator device 101that causes the ring tone to stop playing for the subject and unmutesthe operator device 101. In some embodiments, number information for thevirtual number 135 may be spoofed to match that of the subject device105 such that the operator can identify the subject by the transmittingnumber of the subject device.

In instances where the subject device 105 dials the operator device 101directly, the operator device 101 automatically or manually (e.g., usingor within the pre-call recording module) opens the connection with thesubject device 105 and audio transmitted from the subject device 105 maybe recorded at the operator device 101 itself. The pre-call recordingmodule plays a ring tone on the line such that the subject believes theconnection is still being established. In such cases, the pre-callmodule may mute outgoing audio (other than the ring tone) on theoperator device 101 to prevent the subject from recognizing that thecall is being recorded or monitored. If the operator desires tocommunicate with the subject, the operator makes a selection on theoperator device 101 (e.g., within the pre-call recording module) thatcauses the ring tone to stop playing for the subject and unmutesoutgoing audio from the operator device 101.

The operator device 105 may receive connection information 137 from theagency service 115 or other entity about a subject device 105 (e.g.,number information for the subject device) dialing a virtual number 135and the number information for the dialed virtual number. Accordingly,the operator may make an informed decision about the subject's identityand the identity expected from the operator (i.e., in instances wherethe operator utilizes multiple virtual numbers 135). The agency service115 may further enable the operator or agency to configure multiplevirtual numbers to attach to, or associated with, a single operatordevice 101 for managing a variety of subjects 105. In turn, the operatormay use the single operator device 101 to select which virtual number touse for connecting to a specified subject device 105 over the network120 without compromising operator identity.

As described above, the agency service 115 provisions and configuresvirtual numbers 135 and handles number information to establishidentities for the virtual numbers on the network 120. In someembodiments, the agency service 115 may additionally specify one or moremonitoring devices (not shown) to notify when the operator device 101 orsubject device 105 utilizes a virtual number 135 for communications. Forexample, the agency service 115 may maintain a mapping table storingtransmitting numbers and authentication information for monitoringdevices in associated with the virtual number 135. When the agencyservice 115 identifies an operator device 101 requesting to communicateusing the virtual number 135 or a subject device 105 attempting toconnect to the virtual number 135, the agency service 115 connects theparties while additionally notifying the monitoring device. Thenotifications themselves may come in different forms and are explainedin more detail below.

In the case telephonic communications between the subject device 105 andthe operator device 101, the agency service 115 identifies instanceswhen the operator device 101 and the subject device 105 attempt toestablish telephonic communications through the virtual number 135. Inturn, the agency service 115 may transmit instructions (e.g., to aprovider) to dial out to the monitoring device and connect themonitoring device with the virtual number 135. Once connected to thevirtual number 135, the monitoring device receives the audio datacorresponding to a pre-call recording period and/or subsequentcommunication between the subject device 105 and operator device 101through the virtual number 135. In order to prevent subject suspicion asto the operator's identity, audio transmissions from the monitoringdevice to the virtual number and any audio associated with establishingthe connecting between the monitoring device and the virtual number isdisabled. If a monitoring device declined to join on the call, orrequested to only be notified, the agency service 115 or provider maytransmit or otherwise provide pre-call recordings and other recordedcall audio (and transcripts thereof) to the monitoring device.Additionally, as portions of the pre-call recording may not have beentransmitted to the operator device 101 (e.g., answering the call throughthe virtual number 135 after the connection has already been establishedand the recording already started), the agency service 115 or providermay transmit or otherwise provide pre-call recordings and other recordedcall audio (and transcripts thereof) to the operator device. Transcriptsand pre-call recordings may, for example, be provided via SMS/MMSmessage, email or other means such as the pre-call recording or amonitoring module. Alternatively, a location of the transcript and callaudio for streaming from a server (e.g., of the agency service 115) maybe provided via SMS, email or other means such as the pre-call recordingor a monitoring module.

The network 120 represents the communication pathway between agencies,agency service 115, the operator devices 101, subject devices 105,monitoring devices and other entities (not shown). In one embodiment,the network 120 includes standard communications technologies and/orprotocols and can include the Internet and PSTN. Oftentimes, thesecommunications technologies and/or protocols carry both PSTN andInternet related data. Thus, the network 120 can include links usingtechnologies such as Ethernet, 802.11, worldwide interoperability formicrowave access (WiMAX), 2 G/3 G/4 G mobile communications protocols,worldwide interoperability for PSTN communications, digital subscriberline (DSL), asynchronous transfer mode (ATM), InfiniBand, PCI ExpressAdvanced Switching, etc. Similarly, the networking protocols used on thenetwork 120 can include multiprotocol label switching (MPLS), thetransmission control protocol/Internet protocol (TCP/IP), the UserDatagram Protocol (UDP), the hypertext transport protocol (HTTP), thesimple mail transfer protocol (SMTP), the file transfer protocol (FTP),etc. The data exchanged over the network 120 can be represented usingtechnologies and/or formats including analog audio (e.g., for last milePSTN communications), digital audio and video (e.g., as a file orstreaming with Real Time Streaming Protocol), the hypertext markuplanguage (HTML), the extensible markup language (XML), JavaScript,VBScript, FLASH, the portable document format (PDF), etc. In addition,all or some of the data exchanged over the network 120 can be encryptedusing conventional encryption technologies such as secure sockets layer(SSL), transport layer security (TLS), virtual private networks (VPNs),Internet Protocol security (IPsec), etc. In another embodiment, theentities on the network 120 can use custom and/or dedicated datacommunications technologies instead of, or in addition to, the onesdescribed above. For example, some government agencies and the militarymay operate networks auxiliary to the internet and PSTN.

As used herein, the term “module” refers to computer programinstructions and/or other logic used to provide the specifiedfunctionality. Thus, a module can be implemented in hardware, firmware,and/or software. In one embodiment, program modules formed of executablecomputer program instructions are stored on a non-transitory storagedevice, loaded into memory, and executed by a computer processor as oneor more processes.

As used herein, the terms “message,” “messaging,” and “short messagingservice (SMS)” each comprise the breadth of messaging services andrelated technologies or standards used for communicating andtransmitting data over the network 120. These technologies and servicesinclude SMS messages, multimedia messaging service “MMS” messages,proprietary messaging service messages such as BLACKBERRY messages “BBM”and the like.

FIG. 1B is a block diagram illustrating an operating environment of anagency service 115 providing pre-call recording services according toone example embodiment. As shown, the operating environment includes anagency 110, monitoring devices 107, operator device 101, subject device105, and a network 120 with components such as the internet 123,telephony 125 and provider 127. The network 120 may also include GPSsatellites (not shown) that relay position data to operator devices 101and other devices.

Agency 110 represents a collection of servers, desktop, notebook ortablet computers, mobile telephones and related storage mediums used byrespective agency personnel for executing applications or modules tocommunicate with and receive data from the agency service 115 (e.g., viathe interface 145) and other entities on the network 120. For example,agency 110 devices may execute a web browser to access a web interfaceor execute a mobile or desktop application for communicating with an APIprovided by the agency service 115. An agency 110 may also includetelephonic and video infrastructure enabling audio and videocommunicability (e.g., internally and/or over the network 120) using thepublic switched telephone network (“PTSN”), voice over internet protocol(“VoIP”) and video conferencing services for monitoring or specifyingconfigurations for using operator devices 101 with virtual numbers 135.

The telephony network 125 may include servers, switches and otherhardware and software for implementing, among other protocols andtechnologies, worldwide interoperability for PSTN communicationsincluding land-lines and 2 G/3 G/4 G wireless protocols. The telephonynetwork 125 also provides mobile devices with the capability to transmitand receive data over the internet 123. The telephony network 125 ismanaged by one or more communication service providers “CSPs” (notshown) that own telephone numbers for use on the PSTN and the CSPs ownnetwork (e.g., a wireless network that communicates with the PSTN).

The provider 127 may include servers, switches and other hardware andsoftware for communicating over the network 120 with CSPs and otherentities. The provider 127 buys or leases numbers for use on thetelephony network 125 from multiple CSPs. The provider 127, in turn,manages numbers provisioned for use by the agency service 115 and thetelephony traffic associated with the numbers. In one embodiment, theprovider 127 allows the agency service 115 to provision one or more ofthe numbers as virtual numbers over the network 120.

Typically, a number used on the telephony 125 network directs to a givenmobile device, VoIP device or land-line device having an associatednumber identity characterized by automatic number identification “ANI”information, or caller identification. Virtual numbers, while stilloperable with the PSTN and CSP networks, are associated with theprovider 127 who handles telephony traffic for the number. Because avirtual number does not direct to an end user device, the provider 127may establish connections with devices dialing the virtual number,record call information such as call audio and caller history (e.g., ona computer readable medium) and stream/provide call information fordownload (e.g., over the network 120).

The provider 127 may also pass/bridge audio (bidirectional orunidirectional) in real-time between two or more telephonic devicesestablishing connections with the same or different virtual numbers (orconnected by the provider 127 via a virtual number). Additionally, asthe virtual numbers are handled by the provider 127, the agency service115 may modify ANI information and caller identification associated withthe virtual number.

In addition to provisioning virtual numbers for the agency service 115,the provider 127 communicates notifications and data associated with thevirtual numbers to the agency service 115 or other entity such as theagency 110. For example, the provider 127 may notify the agency service115 (and optionally an operator device 101 or monitoring device 107) ofan incoming caller to the virtual number and receive instructions fromthe agency service 115 to connect the caller to the virtual number (oranother device) and whether to initiate a pre-call recording. In aspecific example, the agency service 115 may provide instructions forthe provider 125 to notify a monitoring device (e.g., 107C) in responseto use of the virtual number by either the operator device 101 orsubject device 105. The provider 125, in turn, may dial out to themonitoring device 107C via the virtual number (or other virtual number)and pass (or bridge) audio such that the monitoring device 107C receivesthe audio transmissions between the operator device 101 and subjectdevice 105 or monitors a pre-call recording on the virtual number. Theprovider 127 may also receive instructions to stop/start recordings ofcalls placed to the virtual number and interface with a transcriptionservice to transcribe call audio. In turn, the provider 127 can transmitthe recordings and transcripts to the agency service 115 or other entityon the network 120.

Additionally, the provider 127 may enable or disable inbound and/oroutbound audio for different parties such as a monitoring device 107C oroperator 101 connected or connecting to a virtual number and recordingsthereof responsive to instructions received (e.g., via an API) from theagency service 115 or operator (e.g., via a key press). The provider 127can receive instructions for managing a virtual number and notificationsas part of the provisioning process, prior to an incoming call or inreal-time from the agency service 115 when connecting an incoming callerto the virtual number. In some embodiments, the provider 127communicates directly with the agency 110, operating device 101 and/ormonitoring device 107 to provision virtual numbers, transmitnotifications and data or receive instructions. Additionally, theprovider 127 itself may function as a CSP and vice versa.

The agency service 115 receives requests for provisioning and mappingvirtual number from the agency 110, operator device 101, or monitoringdevice 107. The requests can include number information for provisioningvirtual numbers such as an area code (e.g., 555), country code (e.g.,+44) and/or associated CSP. In turn, the agency service 115 queries theprovider 127 for available virtual numbers matching the request andreturns the matching virtual numbers to the requesting entity. Theagency service 115 subsequently receives a selection of virtual numbersfrom the requesting entity and claims the virtual numbers from theprovider 127.

When provisioning a virtual number, the agency service 115 mayoptionally allow the entity to specify number information such as ANIand/or caller identification associated with the virtual number to spoofthe number's identity on the network 120. The agency service 115, inturn, transmits instructions to the provider 127 for modifying thenumber identity. The agency service 115 may optionally verify thespoofed number identity. When a virtual number is no longer needed bythe agency 110A, the agency service 115 obtains any audio recordings orcall logs associated with the virtual number and releases the numberback to the provider 127.

Additionally, the agency service 115 may optionally allow the entity tospecify number information such as a ring tone for provisioned virtualnumbers. The specified ring tone may be used to spoof the location wherethe number is being used on the network 120 or mimic a custom ringtonewhen played for the subject. Specifically, as ring tones can differbetween countries, and for a host of other reasons, the agency service115 may enable the entity to configure the virtual number with theprovider 127 such that a specified ring tone is played when parties(e.g., a subject) attempt to communicate with the operator 101 using thevirtual number. In a real world example, if the virtual number is basedin the United Kingdom and the subject expects the operator using thevirtual number to be in the United States, the subject may hear(incorrectly) the ring tone for the United Kingdom when dialing thevirtual number (rather than the expected United States ring tone).Accordingly, the agency service 115 may provide the entity with a listof ring tones (e.g., for different countries) and/or enable the entityto upload a desired ring tone for playback to those dialing the virtualnumber. The agency service 115, in turn, transmits instructions to theprovider 127 for configuring the virtual number with the desired ringtone for playback. Thus, the cover of the operator may be maintainedwhen the subject dials the virtual number and a pre-call recording isgenerated/the operator covertly monitors audio from the subject device105.

The requests can also include mapping information for configuringclaimed virtual number function in a mapping table. Depending on thedesired configuration, the mapping information may include thetransmitting number of an operator device 101 and/or and monitoringdevice 107, virtual number for association with the device and/ordesired function of the virtual number, such as whether to generate apre-call recording when a subject dials the virtual number in an attemptto communicate with the operator device and any specific ring tone thatshould be played back to the subject device. One example mapping requestmay specify a claimed virtual number for use as a virtual number thatthe operator device 101 connects to in order to transmit collected data(e.g., audio) over the telephony 125 network from the virtual number'sidentity (e.g., to subject devices 105). Another example mapping requestmay specify that pre-call recordings should be generated when a subjectdials the claimed virtual number. In response to the request, the agencyservice 115 associates the transmitting number of the operator device101 with the virtual number and stores the association in a mappingtable, and also indicate in the mapping table whether calls should bepre-recorded.

In some embodiments, a mapping request may optionally include thetransmitting number of a monitoring device 107 which the agency service115 associates with a virtual number to identify the monitoring device.As multiple monitoring devices 107A, 107B, 107C may monitor call audio,the agency service 115 may store multiple transmitting numbers ofmonitoring devices in association with a single virtual number in amapping table.

Embodiments of the mapping table may also indicate whether a specificring tone should be used when a subject device attempts to communicatewith the operator device 101 through the virtual number 135.Additionally, embodiments of the mapping table may also identifyfunctions to perform in response to commands from the operator device.For example, when generating a pre-call recording and the operatordevice 101 connects to the virtual number 135 to monitor audio covertlyreceived from the subject device, the operator may key “1” to unmutecall audio from the operator device 101, stop playing the ringtone, andsubsequently communicate with the subject device 105.

In practice, agency service 115 consults the mapping table toautomatically identify a device connecting to a virtual number as theoperator device 101, monitoring device 107 or subject device 105 basedon the device's transmitting number. Thus, for example, an operator ofan operator device 101 may dial a virtual number mapped to thetransmitting number of his phone to place a call from the virtual number(e.g., to a subject device). Additionally, the operator of an operatordevice 101 may receive calls from the subject by way of the subjectdevice connecting to the virtual number and the mapping tableidentifying the operator device 101 the agency service 115 shouldinstruct the provider 127 to dial out to.

Embodiments of the agency service 115 use the mapping of the operatordevice 101 and pre-call recording selection for a virtual number forinstructing the provider 127 to automatically connect the subject device105 on the virtual number, begin generating a recording, and play a ringtone to the subject device. In turn, the mapping of the operator device101 to the virtual number may be used to dial out to the operator deviceto listen in on the call. Additionally, embodiments of the agencyservice 115 use the mapping of the operator device 101 to virtualnumbers for identifying when the operator device desires to use avirtual number and instructing the provider 127 to dial (e.g., from avirtual number) a subject device 105 specified by the operator andconnect the parties. The agency service 115 may also provide operatingdevices 101 with caller and virtual number details through the interface145, via SMS message or email.

Additionally, embodiments of the agency service 115 can use the mappingof monitoring devices 107 to virtual numbers (e.g., directly, of via anassociated virtual number) for instructing the provider 127 toautomatically dial (e.g., from a specified virtual number or the virtualnumber) or otherwise notify (e.g., a SMS message) monitoring deviceswhen pre-recordings are generated and calls are placed or received usinga given virtual number. The agency service 115 may also notifymonitoring devices 107 through the interface 145 or via email.

To prohibit unauthorized access to virtual numbers, the agency service115 may allow personnel and operators to specify key-ins whenprovisioning and/or mapping virtual numbers. The agency service 115stores the key-ins in the mapping table or other suitable databasestructure to identify and authenticate callers attempting connections tothe virtual numbers responsive to correct key-ins. Depending on theembodiment, the agency 110, agency service 115 or provider 127 may storethe mapping table and/or key-ins for device identification andauthentication.

In some embodiments, the agency service 115 provides a pre-call module141 to the operator device 101. The pre-call module 141 interfaces withthe native dialer of the operator device 101 to automate the connectionprocess to a given subject device 105 for pre-call recording. Thepre-call module 141 may transmit the collected data over the network 120back to the agency service 115 or other entity. The agency service 115,in turn, may store the collected data for transmission to one or moremonitoring devices 107 and the agency 110. Furthermore, the pre-callmodule 141 may be configured with a password or otherwise disguised whenexecuted to prevent users other than the operator from accessing themodule altogether and/or particular features. The pre-call module 141 isdescribed in more detail with reference to FIG. 2.

In some embodiments, the agency service 115 includes an interface 145for providing recorded pre-calls, either on the virtual number orreceived from the operator device 101, and call audio between operatorsand subjects to various monitoring devices 107 and/or appliances 150over the network 120. For example, the interface 145 may providemonitoring devices 107 with data corresponding to the status (e.g.,connected or disconnected) of one or more operator devices 101 and thecorresponding virtual number and subject device information. If theoperator device 101 is transmitting real-time data or connected to asubject device 105, the interface 145 can stream data such as audio fromthe active transmission, GPS coordinates with heading, speed andcoordinates of last-reported locations for placement on a map, and theinternet protocol address and/or telephone numbers of other personnelmonitoring or having access to the operator device or virtual number. Insome embodiments, the interface 145 syncs collected data prior totransmission or includes tags in the transmitted data forsynchronization of playback at the monitoring device 107 or operatordevice 101. The interface 145 can also stream, or provide for download,previously recorded monitoring sessions.

In some embodiments, the agency service 115 provides a monitoring module143 to monitoring devices 107 for accessing the interface 145. Themonitoring module 143 transmits requests associated with configuring anoperator device 101 and receiving real-time and historic data. Forexample, the monitoring module 143 may provide a user interface orstatus dashboard with options for provisioning virtual numbers, mappinga transmitting number of an operator device 101 or monitoring device 107to a given virtual number and configuring pre-call recordings on avirtual number. In one embodiment, the dashboard provides an option totoggle a pre-call recording session or bi-directional recording sessionon or off with the agency service 115. When a recording session isdisabled, the monitoring device 107 or operator device still receivesreal-time data, but the agency service 115, appliance 150 and provider127 do not store copies of the collected data.

The monitoring module 143 may also display real-time status informationfor the operator device 101 including current GPS location, tracked GPSlocation, live audio, mapping table information and other informationcollected from the operator device, operator device 101, or virtualnumber and streamed by the interface 145. Similarly, the monitoringmodule 143 may be used to access and playback historic activityassociated with a given virtual number or operator device 101. Forexample, the monitoring module 143 may download files such as pre-callrecordings for playback or stream them. In addition to interfacing withthe agency service 115, the monitoring module 143 may interface with anappliance 150 that stores (or backs up) collected data within the agency110.

The monitoring module 143 may interface with the native dialer of themonitoring device 107 and notify the monitor when connection requestsfrom virtual numbers are received (e.g., in instances where themonitoring device 107 is dialed in to monitor a call). Embodiments ofthe monitoring module 143 may also be configured to automaticallyestablish the connection with the virtual number. The monitoring module143 may display information for the virtual number and, optionally, thesubject device 105 and/or operator device 101 using the virtual numberwith the notification. Displayed information for the virtual number,operator device 101, and/or subject device 105 may include associatednumber information, mapping information, and/or case information storedat the agency service 115, provider 127, and/or appliance 150. Forexample, the monitoring module 143 may communicate with the agencyservice 115 and/or appliance 150 to receive mapping information and caseinformation corresponding to Virtual numbers (and operating devices) thetransmitting number of the monitoring device 107 executing themonitoring module 143 is authorized to monitor. Additionally, themonitoring module 143 may include functionality of the pre-call module141 and vice versa.

In one embodiment, the agency 110 includes an appliance 150 for storingdata such as pre-call recordings collected by operator devices 101 andvirtual numbers. The appliance 150 may utilize the monitoring interface145 provided by the agency service 115 for updating stored data orreceive data directly from operator devices 101. Additionally, theappliance 150 may receive audio recorded on a virtual number andassociated transcripts from the provider 127 or agency service 115. Oneexample embodiment of the appliance 150 also includes its own interface(not shown) that enables monitoring devices 107 and operator device toaccess real-time and historic data stored on the appliance for a virtualnumber. Interfaces provided by the agency service 115 or appliance 150may also be accessible via a web browser for streaming or downloadingdata and include the same or similar options.

Additionally, the appliance 150 and agency service 115 may communicateto intermittently update collected data and records at defined intervalsor in response to notifications to download data. During the intervalsor notification periods, the agency service 115 may process the data andperform any necessary actions as desired by operator devices 101 ormonitoring device 107 until the data is transferred to the appliance150. In some embodiments, the agency service 115 maintains a persistentconnection with the appliance 150 to facilitate transfer of real-timedata collected by operator devices 101 operated in the field.

In one embodiment, the agency service 115 ensures that it, and theprovider 127, do not possess data collected by operator devices 101 orfrom a virtual number beyond the time needed to facilitate transfer.However, in mission critical situations, operators and other agency 110personnel cannot rely only on the availability of the appliance 150 forstoring and maintaining collected data. Consequently, if the appliance150 is unable to take possession of the collected data or go offlineduring transfer, the agency service 115 and/or the provider 127 maymaintain possession of the collected data until the appliance 150 isfunctioning. Furthermore, the agency service 115 and/or provider 127 maydetermine whether checksums, hashes or sizes of transferred data matchthe appliance's 150 version prior to deleting stored data.

In some embodiments, the agency service 115 maintains an applianceinstead of, or in addition to, the agency 110. In such cases, theappliance may exist as a dedicated piece of hardware or remote storage.Alternatively, embodiments of the appliance 150 may be implemented in acloud computing and storage stack available on the network 120.

Operator Device Functionality

FIG. 2 is a block diagram illustrating a pre-call recording module 141according to one example embodiment. As mentioned above, the pre-callmodule 141 may be downloaded from the agency service 115 to the operatordevice 101 and executed to facilitate pre-call recordings with, andwithout numbers and collect and transmit data to entities on the network120. As shown in FIG. 2, the pre-call module 14 itself includes multiplemodules. In the embodiment shown in FIG. 2, the pre-call module 141includes a provisioning module 205, connection module 210, tone module215, caller ID module 220, and recording module 225. In someembodiments, the functions are distributed among the modules in adifferent manner than described herein. Other embodiments haveadditional and/or other modules.

The provisioning module 205 interfaces with the provider 127 or agencyservice 115 to provision virtual numbers and modify virtual numberassignments and function in the field. Alternatively, a web browser onthe operator device 101 may be used. For example, the web browseraccessing interface 145 at the agency service 115 or provisioning module205 may present the operator with a list of all virtual numbersassociated with a given account, transmitting number, or virtual number.Through the interface 145 or provisioning module 205, the operator mayprovision and modify mapping and function of the virtual numbers, suchas whether to pre-call record a subject. Additionally, for example, theoperator may specify number information for a virtual number or specifya ring tone for playback when the virtual number is dialed.

The connection module 210 automates the connection process forgenerating a pre-call-recording and connecting to a subject when theoperator device is dialed directly. For example, the connection module210 may immediately establish a connection and mute the operator device.Additionally, the connection module 210 may interface with the tonemodule 215 to play a ring tone on the line for the subject and therecording module 225 to generate the pre-call recording. The connectionmodule 210 may also include functions for mimicking a dropped call or abusy line signal in response to an operator's selection. In such cases,the connection module 210 interfaces with the tone module 215 and therecording module 225 to play the appropriate tone and record thesubject. The subject need not be recorded for the operator to listen inon the real-time audio received from the subject. If the operator doesnot answer the phone, the connection module 210 may mimic a voicemailbox as the subject would normally expect.

In another embodiment, the connection module 210 may be configured toforward directly dialed calls (from numbers other than the virtualnumber) to the virtual number by entering the call forwarding command.For example, *21*[Virtual Number]# may be used to forward all incomingcalls to the Virtual Number, which may in turn handle the pre-callrecording process. With call forwarding activated, when the subjectdials the operator device 101, the call is immediately and undetectablyforwarded to the virtual number, where the provider 127 can begin callrecording and play a ringing sound back to the subject. At this pointthe operator device 101 specified in the mapping table receives aconnection request from the virtual number. In some embodiments, numberinformation for the subject may be displayed instead of the virtualnumber 135 such that the operator can identify the subject'stransmitting number. The device receiving the call at this stage maydiffer from the one originally dialed based on the device informationspecified in the mapping table.

In one embodiment, to prevent an infinite forwarding loop where a callmade to the operator device from the virtual number is forwarded to thevirtual number, back to the operator device, back to the virtual number,and so on. the operator may elect to use conditional Call-ForwardingBusy/Rejected by entering, for example, *67*[Virtual Number]#. Withconditional call-forwarding, when the subject dials the operator device101, the operator device will ring, then the operator may reject itmanually by pressing “Reject Call” to forward the connection requestthrough the virtual number. The connection module 210 may detect theinitial incoming connection request from the subject device andautomatically reject the connection request to route the subject devicethrough the virtual number. For example, the connection module 210 mayreject the first incoming call automatically, but display the second onthe operator device 101 for the operator to act on to connect to thesubject device 105 through the virtual number. The rejection is thecondition that forwards the incoming connection request to the virtualnumber, which in turn forwards the call back to the operator device 101.This time, the second incoming call within a brief period is answered bythe operator to covertly listen to the subject device. Pre-callrecording begins when the first rejected call is routed by way of therejection through the virtual number.

The connection module 210 may interface with the agency service 115 toreceive information about virtual numbers associated with a givenvirtual number or the transmitting number of the operator device 105.The connection module 210 may then present an interface to the operatorindicating one or more available virtual numbers with their numberinformation for selection and whether pre-call recordings are generated.

In one embodiment, the connection module 210 detects whether incomingcalls were initially placed to a virtual number. The connection module210 subsequently determines virtual number and/or subject device 105information for display to the operator. In one embodiment, theconnection module 210 accesses a locally or remotely stored address bookto retrieve an address book entry associated with the virtual numberand/or subject device 105. Alternatively, the connection module 210 mayreceive and display notifications from the agency service 115 orprovider 127 about incoming calls. Based on the notification or addressbook information, the operator may review the appropriate identityexpected by the subject and/or the subject. Because pre-call recordingson the virtual number may be managed by the agency 115 and/or provider127, the connection module 210 may not perform a local pre-callrecording sequence for the incoming call. However, the connection module210 may display to the operator available options for the connection andtransmit selections to the agency service 115 and/or provider 127 on thetelephonic connection or via a separate connection (e.g., over theinternet). Specific options for selection include whether the operatorwould like to open bi-direction connection with the subject, send thesubject to voicemail, drop the call, or perform another functiondescribed herein.

Depending on the operator device's 101 capabilities, the connectionmodule 210 may enable placement/receipt of multiple outgoing andincoming calls to virtual and non-virtual numbers within the nativedialer application or similar dialer displayed by the connection module.

The tone module 215 stores tones that may be played back to the subjectdevice 105. Additionally, the tone module 215 may transmit tones to theagency service 115 or provider for playback when the subject connects toa virtual number or when the operator device 101 desires to perform aparticular function as described herein.

The caller ID module 220 interfaces with the provider 127 or agencyservices 115 to modify caller ID or other number information associatedwith provisioned virtual numbers. For example, the caller ID module 220presents an interface to the operator to specify number information suchas location, ownership, carrier and whether or not any of theinformation should be restricted or blocked when dialing out to thesubject device 105 from a given virtual number.

The recording module 225 stores call recordings on the operator devicefor direct connection pre-call recordings. The recording module 225 mayalso retrieve pre-call recordings that were generated on the virtualnumber. In one embodiment, the recording module 225 retrieves atranscript of pre-call recording audio for the operator's review.

In some embodiments, the pre-call module 141 and the modules thereininterface and communicate with non-native devices attached to theoperator device 101. For example, audio data can be determined fromaccessories coupled (e.g., wired microphone) or wirelessly connected(e.g., Bluetooth headset) to the operator device 101.

Additionally, some or all of the features provided by the Pre-callmodule 141 may require the operator to enter a specified key-in (e.g.,button press combination, password or other personal identification)prior to operation or launch.

Virtual Number Provisioning

FIG. 3A is an interaction diagram illustrating a method for provisioningand mapping virtual numbers for operating an operator device andpre-call recording with virtual numbers according to one exampleembodiment. Initially, the agency service 115 receives 310 a requestincluding a calling code for provisioning 300 a virtual number from amonitoring device 107, operator device 101, provided web interface orother entity. The calling code can include an area code and country codewhere the provisioned virtual number will be operated. The agencyservice 115 queries 320 the provider for virtual numbers matching thespecified calling code. The provider 127 returns 330 a list of availablevirtual numbers to the agency service 115 which, in turn, transmits thevirtual numbers for display to the requestor. The agency service 115receives 335 one or more virtual number selections and claims 340 eachselected virtual number from the provider 127. The agency service 115may optionally include modified number information for a claimed virtualnumber. For example, the agency service 115 may optionally includecorresponding ANI and caller identification information for a virtualnumber. Additionally, the agency service 115 may optionally include aring tone specified for playback when the virtual number is dialed. Thenumber information may be edited on the requesting device 101, 107 or inthe web interface. The agency service 115 subsequently stores themodified virtual number information and instructs the provider 127 toupdate the associated virtual number information to configure thevirtual number.

With one or more virtual numbers claimed, the agency service 115 canreceive mapping requests for the virtual numbers and, in turn, map 350the virtual numbers responsive to information in the mapping request.For example, the requestor may be prompted to enter the transmittingnumber of an operator device 101 for association with a virtual numberand whether call from subject devices 105 connecting to the virtualnumber should be pre-call recorded. The agency service 115 stores thetransmitting number of the operator device 101 and the Virtual number ina mapping table (e.g., at the agency service 115 or on the appliance150). The requestor may modify the mapping at any time, without anyinterruption of service at the receiving number.

Example embodiments of monitoring device 107 mapping to virtual numbersand/or virtual numbers can be performed in the same or similar fashionas operator device 101 mappings. Monitoring device 107 mapping tovirtual number and/or virtual numbers may be used to authorizemonitoring devices to listen in on call audio between an operator device101 and subject device 105. Additionally, the mapping may be used toautomatically notify a specified monitoring device 107 when thecorresponding Virtual number is used for communications.

FIG. 3B is a table illustrating an example embodiment of virtual numbermapping 350 for operating an operator device 101 with virtual numbersfor pre-call recording according to one example embodiment. As shown,mapping table 360A includes a number of Virtual numbers 363A mapped to acorresponding transmitting number 361A (e.g., of operator device 101).Also shown is a “pre-call record” mapping indicating whether pre-callrecordings should be generated for calls receives from a subject on thevirtual number.

When the agency service 115 receives information from the provider 127about connection requests to virtual numbers 363A from the network 120,the agency service identifies the connecting device as the operatordevice 101 based on the transmitting number 361A stored in the mappingtable 360A. In turn, the agency service 115 or provider 127 receives asubject number from the operator device 101 and dials the correspondingsubject 105 from the Virtual number 363A. If the connecting device'snumber does not match the transmitting number 361A, the agency service115 identifies the device as a subject device 105 and checks the mappingtable pre-call record instruction 365 to determine whether to initiatethe pre-call recording process for the virtual number. If no pre-callrecord should be generated, the agency service 115 dials or instructsthe provider 127 to dial the specified transmitting number for theoperating device 101. In some embodiments, the mapping table 360A mayinclude an option to covertly record the operator device (e.g., that ofan informant) when placing a call to the subject on the virtual numberand hide the pre-call recording sequence of the subject from theinformant.

In some embodiments, the mapping table 360A further includes mappings ofmonitoring device 107 transmitting numbers to explicitly identifyauthorized monitoring devices in addition to operating devices 101.

FIG. 3C is a table illustrating an example embodiment of virtual numbermapping 350 for automatically notifying a monitoring device 107 of apre-call recording according to one example embodiment. As shown,mapping table 360C includes a number of virtual numbers 363C mapped to acorresponding monitoring number 367 (e.g., of monitoring device 107).

When the agency service 115 receives connection requests to virtualnumbers 363C from the network 120, the agency service may identify theconnecting device as a subject device 105 or operator device 101 using,for example, mapping table 360A. The agency service 115 enables operatordevices 101 to specify a subject device 105 for dialing out to, from thevirtual number 363C, and also manages connect requests from subjectdevices 105 to communicate with the operator device 101 corresponding tothe dialed virtual number 363C and whether to generate a pre-callrecoding. In either instance, the agency service 115 may identify one ormore monitoring numbers 367 associated with the Virtual number 363C. Theagency service 115, in turn, may automatically instruct the provider 127to dial out to the identified monitoring numbers 367 when the virtualnumber 363C is used such that the monitoring devices 107 may receivepre-recordings and call audio.

In the embodiment shown in FIG. 3C, the agency service 115 may instructthe provider 127 to dial out from the virtual number 363C or otherwiseconnect the monitoring device 107 with the virtual number 363C. In suchcases, audio transmitted from the monitoring device 107 or associatedwith connection process (e.g., any dial tones) to the virtual number363C may be disabled.

FIG. 4A is an interaction diagram illustrating a method for pre-callrecording a subject device 105 according to one example embodiment. Oncethe agency service 115 provisions 300 a virtual number with the provider127, an operator device 105, monitoring device 107 or subject 105 mayconnect to the virtual number. However, each entity may be treateddifferently as explained below.

For any device 101, 105 or 107 dialing 410 the virtual number, theprovider 127 receives the connection request via the telephony network125 and identifies 420 the dialed number as a virtual number provisioned300 by agency service 115. Accordingly, in embodiments where the agencyservice 115 stores the mapping table, the provider 127 passes thetransmitting number of the device attempting to connect to the virtualnumber and the virtual number to the agency service 115.

The agency service 115, in turn, identifies 430 the device attempting toconnect to the virtual number as an operator device 101, monitoringdevice 107 or subject 105 based on the mapping table. The agency service115, in turn, instructs the provider 127 to connect (or disconnect) 440the identified device and provide options or perform operationsaccording to the device's classification.

Subject Device

In one embodiment, the agency service 115 identifies 430 devices withnumbers that do not match a transmitting number stored in the mappingtable for a virtual number as subject devices 105. The agency service115 determines whether to make a pre-call recording 450 based on themapping table. To generate a pre-call recording 400, the agency service115 instructs the provider 127 to connect 455 the subject device to thevirtual number and record audio on the line. In turn, the agency service115 identifies the transmitting number associated with the virtualnumber and instructs the provider 127 to attempt to connect the subjectdevice 105 to the operator device 101 (e.g., by dialing out 500 to theoperator device 101 directly, or through the virtual number). In someembodiments, the agency service 127 may identify a monitoring number ofa monitoring device 107 associated with the virtual number in themapping table. The agency service 127, in turn, may instruct theprovider 127 establish a connection with the monitoring device 107 forpassing pre-call audio and call audio between the subject device 105 andthe operator device 101 on the virtual number.

Operator Device

In the case of the operator device 101 dialing a virtual number, theagency service 115 determines that the transmitting number stored in themapping table for the dialed virtual number matches the number of thedevice attempting to connect to the virtual number. The agency service115 then instructs the provider 127 to connect the device to the virtualnumber as the operator device 101.

Once the operator device 101 connects to the desired Virtual number(e.g., via selection or directly), the operator may enter the number ofthe subject device 105 (e.g., transmitting number of the subject'sdevice) that the operator would like to dial from the Virtual number.The provider 127, in turn, dials out 500 to the subject number from theVirtual number (displaying Virtual number information) and connects theparties. In some embodiments, the agency service 127 may identify amonitoring number of a monitoring device 107 associated with the Virtualnumber or virtual number in the mapping table. The agency service 127,in turn, may instruct the provider 127 establish a connection with themonitoring device 107 for passing call audio between the subject device105 and the operator device 101 on the virtual number.

In some embodiments, the agency service 115 may identify 430 theoperator device 101 and determine to make a pre-call recording of theoperator device while dialing out to the subject device. In such cases,the agency service 115 instructs the provider 127 to begin generating apre-call recording of audio received from the operator device 101 whenthe operator device 101 is connected to the virtual number.

Monitoring Device

In the case of a monitoring device 107 dialing a Virtual number, theagency service 115 may determine that a transmitting number for amonitoring device stored in the mapping table for the dialed Virtualnumber matches the number of the device. The agency service 115 theninstructs the provider 127 to connect the device to the virtual numberas a monitoring device 107 and disable (e.g., mute) audio received fromthe monitoring device 107.

Additional Considerations

In some embodiments, the PSTN or provider 127 fails to pass thetransmitting number associated with an operator device 101 (ormonitoring device 107) to the provider or agency service 115. Forexample, the provider 127 or agency service 115 may receive a numberother than the operator device's 101 and incorrectly identify theoperator device. Some example PSTN and provider 127 failures are allzeroes numbers (+00 000-000-0000), restricted numbers (737-874-2833) orsimply an incorrect number for the operator device 101. In any instance,the agency service 115 may be unable to identify the operator device 101by the received transmitting number.

The agency service 115 may recognize that some numbers are passedincorrectly (e.g., a restricted number or zeroes number). In response(e.g., for calls to a virtual number), the agency service 115 may play aprompt or instruct the provider 127 to play a prompt such as “press 1for an operator device or press 2 for a monitoring device.” The promptcan also be ambiguous (e.g., please enter the extension of the party youare trying to reach or similar). Operators or personnel may then key-inas using an operator device 101 or monitoring device 107.

Alternatively, as the key-ins of the operator device 101 and monitoringdevice 107 typically differ, the agency service 115 may instruct theprovider 127 to simply play a generic tone or number not availablerecording to notify users that they need to key-in. The matching of akey-in with stored authentication information identifies the operatordevice 101 (or monitoring device 107) on the virtual number.

In some embodiments, the agency service 115 may prompt all devicesconnecting the virtual number to key-in for identification. For example,an agency 110A may want to enable the option to use unmapped devices asoperator devices 101 on a specified virtual number.

While prompts are effective for identification on a virtual number(e.g., as only operators and personnel typically have knowledge of thenumber and it may further require key-in of a PIN), these methods areineffective for number pass failures to virtual numbers as subjects 105,typically, must be tricked into believing they are making a legitimate,confidential call when they (as opposed to the operator device 101 ormonitoring device 107) dial the Virtual number. Accordingly, PSTN orprovider 127 failures to pass the transmitting number associated with adevice making a call to a virtual number may be handled differently.

In one embodiment, the agency service 115 may instruct the provider tobegin the dial out 500 process as if the unidentified device were asubject device 105. Once the dial out 500 begins, the operator (ormonitor) will realize that their device was not recognized (e.g.,because no menu was presented or prompt was played and the provider 127is dialing out). A subject, on the other hand, would assume operation asnormal. In order to capitalize on this difference, the agency service115 may instruct the provider 127 to capture a key-in during the dialingprocess for identifying the requesting device as a monitoring device 107or operator device 101. The requesting device is then identified andconnected with the virtual number according to the provided key-in.

Generating a Pre-Call Recording

FIG. 4B is an interaction diagram illustrating a method for connecting455 a subject device to a virtual number for generating a pre-callrecording according to one example embodiment. Once the agency service115 identifies the subject device and determines to make a pre-callrecording, the agency service 115 interfaces with the provider tocoordinate the connection 455 of the subject device to the virtualnumber for covertly generating the pre-call recording. The agencyservice 115 determines a ring tone 461 for playback to the subjectdevice 105 while the subject is connected to the virtual number. Theagency service 115 may select a generic ring tone based on the locationof the virtual number according to the country or area code or identifya specified ring tone for the virtual number. As ring tones can differbetween countries, and for a host of other reasons, the ring tone playedfor the subject may need to differ from a default ring tone for thevirtual number, e.g., based on the location of where the subject expectsthe operator to be. For example, if the virtual number is based in theUnited Kingdom and the subject expects the operator to be in the UnitedStates, the subject may hear an incorrect ring tone as the UnitedKingdom ring tone may be played. Accordingly, the agency service 115 mayinstruct the provider 127 to play, and continue to play a ring tonespecified (e.g., a specified mp3 file) on the virtual number. The ringtone specified for the virtual number may be that of the location wherethe operator is located (e.g., default, based on country code oftransmitting number) or that of a location where the operator using thevirtual number is expected to be (e.g., configured, by the agencyservice 115 or other entity). Thus, the expected ring tone may be playedfor the subject.

The agency service 115 may transmit the ring tone audio or otherwiseinstruct the provider 127 to generate 462 the selected ring tone on thevirtual number. In turn, the agency service 115 instructs the provider127 to connect 463 the subject device 105 to the virtual number. Thesubject device 105 connects to the virtual number and hears thegenerated ring tone, still believing the call is being connected.Meanwhile, the provider 127 records 464 or otherwise provides call audioon the line from the subject device 105 to the agency service 115 forgenerating the pre-call recording and dials out 500 to the operatordevice 101.

Operating an Operator Device

FIG. 5 is an interaction diagram illustrating a method for dialing out500 to an operator device 101 to monitor a pre-call recording andcommunicate with the subject device according to one example embodiment.As described above, the subject device 105 initiates 410 a connection toa virtual number and the agency service 115 instructs the provider 127to dial out to the operator device 101 after establishing a connectionbetween the subject device 105 and the virtual number to generate thepre-call recording. Accordingly, the agency service 115 transmits 510the transmitting number of the operator device 101 as stored in themapping table for the virtual number to the provider 127.

The agency service 115 previously instructed the provider 127 to connectthe subject device 105 to the virtual number but continue to play a ringtone on the line after establishing the connection and record pre-callaudio from the subject device. In effect, the subject device 105 isconnected to the virtual number but does not know a connection hasalready been established because the ring tone is still playing; nor isthe subject aware that a pre-call recording of audio on the line isbeing generated. Temporally proximate to establishing the connectionbetween the subject device 105 and the virtual number, the provider 127dials out 515 to the provided transmitting number of the operator device101. Notification information 517 identifying the virtual numberinformation and subject device 105 information may be transmitted to theoperator device 110 by the agency service 115 and/or provider 127. Theagency service 115 further transmits 520 instructions to the provider127 for connecting the operator device to the virtual number when theoperator answers the call. Specifically, in one embodiment, the agencyservice 115 transmits instructions to the provider 127 that causes theprovider 127 to establish 525 the connection between the operator device101 and the virtual number with the operator device 101 muted on theline and the ring tone still playing for the subject device 105. If theoperator does not answer the call, the provider 127 may generate audioon the line corresponding to a voicemail recording. The pre-recordingmay continue until the subject hangs up, e.g., after leaving avoicemail.

The operator may answer the call to listen to the collected audio data530. The operator may subsequently provide an instruction 535 to beingcommunicating with the subject device. An instruction 535 (e.g., a keyin) to begin the call and end the pre-recording process is shown. Otherinstructions may cause the provider 127 to imitate a voicemail box forthe subject device 105, busy signal, or disconnection. In oneembodiment, a pre-call recording module executing on the operator device101 provides an interface from which the operator may select the desiredoperation and transmit the corresponding instruction to the agencyservice 115 and/or provider 127.

If the provider 127 receives 535 the instruction to begin the call andend the pre-call recording process, the provider 127 stops the ring tone540 played for the subject device 105 and establishes bi-directioncommunication between the operator device 101 and the subject device 105on the virtual number.

In another embodiment, where the agency 115 does not want an operatorsuch as an informant made aware of the pre-call recording process, theagency service 115 and provider 127 may skip steps 530 and 535 when theoperator device establishes 525 the connection to the virtual number. Insuch cases, the operator device 101 accepting the connection requestcauses the process to move to step 540 to establish communications andend the pre-call recording along with ring tone playback to the subjectdevice. Additionally, in some embodiments, the provider 127 may receiveinstructions for the operator device 101 to generate another covertrecording of the subject device. For example, the operator device 101may transmit an instruction causing the provider 127 to mimic that theoperator device 101 was dropped from the call.

Once the bi-direction communication 540 between the operator device 101and the subject device 105 is established, the provider 127 may continueto record call audio on the line. The operator device 101 collects audiodata using a microphone coupled to the operator device. The operatordevice 101, in turn, transmits 525 the collected audio data to theprovider 127 and subject device 105 by way of the connection through thevirtual number. The subject device 105 communicates with the operatordevice 101 in a similar fashion. The provider 127 may additionallyenable monitoring devices 107 to connect to the virtual number tomonitor the call and/or transmit the audio data received from theoperator device 101 and the subject device 105 to the agency service 115or appliance 150 over the network 120.

The provider 127 and/or the agency service 115 may update an appliance150 with the received audio data. The agency service 115 or provider 127may also update the appliance with any other data received from theprovider 127 and/or operator device 101.

In some embodiments, the agency service 115 may instruct the provider127 to automatically dial in a monitoring device 107 for receivingre-call recording and call audio between the operator device 101 andsubject device 105. The agency service 115 may identify monitoringdevices 107 to dial in 600 based on mapping table information, forexample, as illustrated in FIG. 3C.

Monitoring an Operator Device

FIG. 6 is an interaction diagram illustrating a method for dialing in600 a monitoring device 107 to monitor a pre-call recording according toone example embodiment. As described above, the agency service 115and/or provider 127 may provision virtual numbers and store mappinginformation 300 for the virtual numbers in mapping table (e.g., as shownin FIG. 3C). In some embodiments, the agency service 115 may store amapping table associating virtual numbers with monitoring numbers(transmitting numbers of monitoring device 107) to identify monitoringdevice for automatically receiving call audio between a operator device101 and subject device 105.

In one embodiment, the agency service 115 detects 610 the initiation ofa dial out using a virtual number. For example, the agency service 115may detect when dial out instructions 605 are transmitted to theprovider 127 or processed at the provider to perform a dial out. Thedial out instructions 605 may comprise instructions for the provider 127to establish a connection between a contract device 105 and operatordevice 101 using a virtual number. For example, as shown in FIG. 5, theagency service 115 may detect when the provider 127 receives the dialout number transmitted 510 after identification in the mapping table orwhen the provider 127 connects a subject device to the virtual number togenerate a pre-call recording and begins to dial out 515 to the operatordevice 101.

Once the agency service 115 detects 610 the initiation of a dial out byway of a virtual number, the agency service identifies 620 anymonitoring numbers associated with the virtual number in the mappingtable (e.g., as shown in FIG. 3C). In turn, the agency service 115transmits instructions 630 to the provider 127 for dialing in themonitoring device to receive pre-call and call audio on the Virtualnumber. The agency service 115 may identify 620 multiple monitoringnumbers and transmit instructions enabling multiple monitoring device107 to receive call audio.

The provider 127 receives the instructions and establishes 640 aconnection with the monitoring device 107. For example, the provider 127may dial in the monitoring device 107 from the virtual number associatedwith the monitoring number (transmitting number) of the monitoringdevice. While the monitoring device 107 is being dialed in, a connectionfor generating a pre-call recording of subject device 105 may be in theprocess of being established or already established. In either instance,the provider 127 may disable audio from the monitoring device 107 suchthat the subject is (or will be) unaware of the monitor's presence onthe line. The monitoring device 107 may also dial the virtual number tolisten in on the call at any time.

In some instance, the connection with the monitoring device 107 may beestablished after the connection between the subject device 105 andoperator device 101 has ended, for example, the call between the subjectand operator lasts only 10 seconds and the monitor answers the dial inat 13 seconds. In turn, the agency service 115 and/or the provider 127may inform the monitor of the status of the connection between thesubject device 105 and the operator device 101 and optionally playbackpre-call recordings and call audio.

The agency service 115 and/or the provider 127 may prompt the monitor toenter a key-in or key selection within a predetermined period of timefrom initiating the dial in 600. For example, when establishing 640 theconnection the monitor may be required to “Press 1 to join the call inprogress” (e.g., in response to an audible prompt), where pressing 1causes the provider to connect the monitoring device 107. Providing thekey-in or key selection indicates to the provider 127 that the monitoris on the line and optionally authenticates the monitor. Failure toprovide the key in or key selection within the predetermined period oftime may cause the provider 127 to terminate the connection, thuspreventing a partial conversation between the subject and operator frombeing saved to the monitor's voicemail or an unauthorized person frommonitoring the call.

Additionally, a monitoring module 143 may interface with the nativedialer of the monitoring device 107 and notify the monitor when a dialin is received 600. The monitoring module 143 may display informationassociated with the dial in such as number information for the partiesand Virtual number being used, mapping information, and/or caseinformation including pre-call and other recordings stored at the agencyservice 115, provider 127, and/or appliance 150. For example, themonitoring module 143 may communicate with the agency service 115 and/orappliance 150 to receive mapping information and case informationcorresponding to Virtual numbers (and operating devices) thetransmitting number of the monitoring device 107 executing themonitoring module 143 is authorized to monitor.

In some instances, the monitoring device 107 receives notifications fromthe monitoring interface 145 for display in the web browser or with themonitoring module 143. Example notifications include audio or visualalerts for notifying personnel if the operator device 101 stopstransmitting real-time data (e.g., ends the call).

Method for Pre-Call Recording

FIG. 7 is a diagram illustrating a method for performing a pre-callrecording at an agency service according to one example embodiment. Inone embodiment, a pre-call recording module performs the steps forpre-call recording (which in some embodiments, may take place at theoperator device). In other embodiments, a pre-call recording systemincluding an agency and provider coordinate to generate pre-callrecordings. In some embodiments, the pre-call recording module mayoperate within the pre-call recording system and issue instructionsduring the pre-call process.

First, incoming connection requests from a subject device 105 to anoperator device 101 are identified. A ring tone for playback to thesubject device 105 is determined 710 for imitating that a connectionbetween the subject device 105 and operator device 101 is still beingestablished. In some embodiments, a virtual number may be used toestablish a connection to the subject device 105. The determined ringtone is generated 715 on the virtual number or by the operator device101 prior to, or simultaneous to, establishing 720 the connection withthe subject device and muting outgoing audio (other than the ring tone,in some embodiments) from the operator device. During this time period,the subject believes a connection is still in the process of beingestablished while the operator or other entity may monitor and/or recordpre-call audio.

When the operator desires to communicate with the subject, the operatormay provide a selection on the operator device 101 to stop 725 the ringtone on the virtual number (or generated by the pre-call recordingmodule) and unmute outgoing audio from the operator to the subject.Alternatively, for pre-calls recorded through a virtual number, thepre-call recording and playback of the ring tone may end once theoperator answers the forwarded call and/or initially when picking up thecall to establish the connection through the virtual number (e.g.,automatically upon answering).

Summary

The foregoing description of the embodiments has been presented for thepurpose of illustration; it is not intended to be exhaustive or to limitthe disclosure to the precise forms disclosed. Persons skilled in therelevant art can appreciate that many modifications and variations arepossible in light of the above disclosure.

Some portions of this description describe the embodiments in terms ofalgorithms and symbolic representations of operations on information.These algorithmic descriptions and representations are commonly used bythose skilled in the data processing arts to convey the substance oftheir work effectively to others skilled in the art. These operations,while described functionally, computationally, or logically, areunderstood to be implemented by computer programs or equivalentelectrical circuits, microcode, or the like. Furthermore, it has alsoproven convenient at times, to refer to these arrangements of operationsas modules, without loss of generality. The described operations andtheir associated modules may be embodied in software, firmware,hardware, or any combinations thereof.

Any of the steps, operations, or processes described herein may beperformed or implemented with one or more hardware or software modules,alone or in combination with other devices.

Embodiments may also relate to an apparatus for performing theoperations herein. This apparatus may be specially constructed for therequired purposes, and/or it may comprise a general-purpose computingdevice selectively activated or reconfigured by a computer programstored in the computer. Such a computer program may be stored in anon-transitory, tangible computer readable storage medium, or any typeof media suitable for storing electronic instructions, which may becoupled to a computer system bus. Furthermore, any computing systemsreferred to in the specification may include a single processor or maybe architectures employing multiple processor designs for increasedcomputing capability.

Embodiments may also relate to a product that is produced by a computingprocess described herein. Such a product may comprise informationresulting from a computing process, where the information is stored on anon-transitory, tangible computer readable storage medium and mayinclude any embodiment of a computer program product or other datacombination described herein.

Finally, the language used in the specification has been principallyselected for readability and instructional purposes, and it may not havebeen selected to delineate or circumscribe the inventive subject matter.It is therefore intended that the scope of the disclosure be limited notby this detailed description, but rather by any claims that issue on anapplication based hereon. Accordingly, the disclosure of the embodimentsis intended to be illustrative, but not limiting, of the scope of thedisclosure, which is set forth in the following claims.

What is claimed is:
 1. A computer based method comprising: receivinginformation in response to a connection request from a telephonic deviceto a virtual number associated with an operator device, the informationincluding device information corresponding to the telephonic device andthe virtual number; identifying the telephonic device as a subjectdevice based on a comparison of the device information with deviceinformation stored in association with the virtual number in a mappingtable; in response to identifying the telephonic device as the subjectdevice, transmitting instructions for: connecting the subject devicewith the virtual number to receive audio from the subject device on thevirtual number; playing a ring tone to the subject device to mimicindication of an ongoing connection request; and generating a recordingof audio received from the subject device over the connection with thevirtual number during the mimicking of the indication of an ongoingconnection request; identifying the operator device associated with thevirtual number in the mapping table; in response to identifying theoperator device associated with the virtual number, transmittinginstructions for: connecting the operator device with the virtualnumber; muting audio from the operator device to the subject device; andtransmitting received audio from the subject device on the virtualnumber to the operator device; and transmitting instructions to stopplayback of the ring tone and unmute the audio from the operator deviceto establish bi-directional communications between the operator deviceand the subject device.
 2. The method of claim 1, wherein deviceinformation includes a transmitting number of the telephonic device. 3.The method of claim 2, wherein the telephonic device is identified asthe subject device in response to a lack of a match between thetransmitting number of the telephonic device with a transmitting numberstored in association with the virtual number in the mapping table. 4.The method of claim 1, further comprising transmitting the instructionsto stop playback of the ring tone and unmute the audio from the operatordevice in response to receiving an indication from the operator deviceto begin the bi-directional communications.
 5. The method of claim 1,wherein transmitting the instructions to stop playback of the ring toneand unmute the audio from the operator device to establishbi-directional communications between the operator device and thesubject device further comprises: instructing a provider to execute theinstructions in response to a key-in received from the operator deviceto begin the bi-direction communication.
 6. The method of claim 1,wherein connecting the operator device with the virtual number comprisesproviding a transmitting number of the operator device to a provider fordialing in to the virtual number.
 7. The method of claim 1, furthercomprising transmitting instructions for recording audio transmittedbetween the subject device and operator device during the bi-directionalcommunications.
 8. The method of claim 1, further comprisingtransmitting a notification to a monitoring device that audio on thevirtual number is being recorded.
 9. The method of claim 1, furthercomprising: provisioning the virtual number based on number informationreceived for the virtual number; receiving mapping information for thevirtual number, the mapping information including a transmitting numbercorresponding to the operator device; and storing the virtual number inthe mapping table as a receiving number in association with thetransmitting number corresponding to the operator device.
 10. The methodof claim 1, wherein connecting the operator device with the virtualnumber comprises providing the operator device with number informationspecified for the virtual number and the device information for thesubject device.
 11. A system comprising: a server comprising one or moreprocessors and a non-transitory computer-readable storage medium storingcomputer program code, the computer program code when executedperforming steps comprising: receiving information in response to aconnection request from a telephonic device to a virtual numberassociated with an operator device, the information including deviceinformation corresponding to the telephonic device and the virtualnumber; identifying the telephonic device as a subject device based on acomparison of the device information with device information stored inassociation with the virtual number in a mapping table; in response toidentifying the telephonic device as the subject device, transmittinginstructions for: connecting the subject device with the virtual numberto receive audio from the subject device on the virtual number; playinga ring tone to the subject device to mimic indication of an ongoingconnection request; and generating a recording of audio received fromthe subject device over the connection with the virtual number duringthe mimicking of the indication of an ongoing connection request;identifying the operator device associated with the virtual number inthe mapping table; in response to identifying the operator deviceassociated with the virtual number, transmitting instructions for:connecting the operator device with the virtual number; muting audiofrom the operator device to the subject device; and transmittingreceived audio from the subject device on the virtual number to theoperator device; and transmitting instructions to stop playback of thering tone and unmute the audio from the operator device to establishbi-directional communications between the operator device and thesubject device.
 12. The system of claim 11, further comprisingtransmitting the instructions to stop playback of the ring tone andunmute the audio from the operator device in response to receiving anindication from the operator device to begin the bi-directionalcommunications.
 13. The system of claim 11, further comprisingtransmitting instructions for recording audio transmitted between thesubject device and operator device during the bi-directionalcommunications.
 14. The system of claim 11, further comprisingtransmitting a notification to a monitoring device that audio on thevirtual number is being recorded.
 15. The system of claim 11, furthercomprising: provisioning the virtual number based on number informationreceived for the virtual number; receiving mapping information for thevirtual number, the mapping information including a transmitting numbercorresponding to the operator device; and storing the virtual number inthe mapping table as a receiving number in association with thetransmitting number corresponding to the operator device.
 16. The systemof claim 11, wherein connecting the operator device with the virtualnumber comprises providing the operator device with number informationspecified for the virtual number and the device information for thesubject device.
 17. The system of claim 11, further comprising: a secondserver comprising one or more processors and a computer-readable storagemedium storing computer program code, the computer program code whenexecuted performing steps comprising: identifying connection requestsfrom telephonic devices to the virtual number; connecting a telephonicdevice to the virtual number; mimicking indication of an ongoingconnection request by playing a ring tone to a telephonic deviceconnected to the virtual number; recording audio received on the virtualnumber; dialing out to a telephonic device from the virtual number;muting audio from a telephonic device; and establishing a connectionbetween telephonic devices on the virtual number.
 18. The system ofclaim 17, wherein transmitting the instructions to stop playback of thering tone and unmute the audio from the operator device to establishbi-directional communications between the operator device and thesubject device further comprises: receiving the instructions at thesecond server; and executing the instructions in response to a key-inreceived from the operator device to begin the bi-directioncommunication.
 19. The system of claim 17, wherein connecting theoperator device with the virtual number comprises providing atransmitting number of the operator device to the second server.
 20. Acomputer based method comprising: receiving information in response to aconnection request from a telephonic device to a virtual numberassociated with an operator device, the information including deviceinformation corresponding to the telephonic device and the virtualnumber; identifying the telephonic device as a subject device based on acomparison of the device information with device information stored inassociation with the virtual number in a mapping table; in response toidentifying the telephonic device as the subject device, transmittinginstructions for: connecting the subject device with the virtual numberto receive audio from the subject device on the virtual number; playinga ring tone to the subject device to mimic indication of an ongoingconnection request; and identifying the operator device associated withthe virtual number in the mapping table; and in response to identifyingthe operator device associated with the virtual number, transmittinginstructions for connecting the operator device with the virtual numberto monitor received audio from the subject device on the virtual numberprior to establishing bi-directional communications between the operatordevice and the subject device.